Complaints

This profile includes complaints for WorldStrides's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  WorldStrides

  218 W Water St # 400 Charlottesville, VA 22902-5062

  
• 

  WorldStrides Heritage Performance Programs

  2650 S Decker Lake Blvd Ste 200 Salt Lake City, UT 84119-2088

• 

  WorldStrides

  3060 Washington Road, Suite 240 Glenwood Office Park Glenwood, MD 21738

• 

  WorldStrides

  2 Heritage Dr Ste 402 North Quincy, MA 02171-2166

• 

  Explorica, Inc.

  101 Federal Street, Suite 900 Boston, MA 02111

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My daughter was selected to perform in the Honors Performance Series by WorldStrides for Feb 2023. We began making payments on her account Fall of 2022. In December 2022, we found out she had prior obligations from school for Feb 2023 and we were not able to let her attend at that time. I contacted *****, an Admissions counselor at World Strides in NY. He said we would be able to defer the $1255 paid towards her account and she would be able to attend during the **** year. No penalties were mentioned verbally or on their cancellation policy on the website. I only had to email them requesting a deferral of her attendance to a future program. My child is planning her senior year and we realized her school obligations and family financial concerns would prevent her from participating in the program for Feb ****. When I called to request a refund, I was told today by ***** that we are not eligible for a refund because the amount is a "credit" on her account, not a payment. He refused to escalate the call or offer any solutions. After refusing to hang up without a solution, I did agree that his manager, ******, could call me back to discuss. She called back and maintains that we are not due a refund because they consider the money we paid as a credit, not a payment. Their website cancellation policy has no mention of this policy and they refuse to take any action on our account other than deferring our money as credit toward a future program. I have been extremely frustrated by their lack of empathy and refusal to follow their stated policies. Please assist me in gaining our refund on money prepaid to this company. I feel we have been scammed out of a large sum of money that was paid in good faith. Their phone numbers are ************ and their Mgr. ****** called from **************

  Business Response

  Date: 07/14/2023

  Thank you for contacting WorldStrides!

  Dear Traveler,

  We are sorry to hear that your experience was less than expected, rest assured that our team is working diligently to get the best resolution possible to your request.

  After a deep review of our records, your account belongs to our Emissions team. I have already connected your information to ****** who would be calling you.

  Should you have any questions feel free to contact Emission Customer Support at **************.

  We hope to gain your trust again!
  
  Best Regards,

  *************************

   

  Customer Answer

  Date: 07/14/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  The amount of refund was not provided  in Writing.  And no refunds have been received to date.
  
  Regards,
  
  Heather Register
  
  
  
  
  

  Business Response

  Date: 07/18/2023

  Hello Dear Customer,

  After a long investigation with our Emissions Team, we were made aware that a refund of $628 has been approved and will be sent within the next 2 weeks.

  We are sorry for the time it took to complete your case.

  Should you have any questions please feel free to contact Emissions by WorldsStrides. 

  Warmly,

  Customer Support 

• Initial Complaint

  Date:06/20/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Explorica provides educational tours for students around the globe. In March of this year they took a larger than expected group of 6th - 10th graders to Sydney and **********************. Because the group was larger than expected, they issued a refund on Feb 2, 2023, to the participants of $263. They said that they attempted to refund the money onto a debit card that they had on file, but said that it did not go through. Instead of calling or emailing my for an updated card number, they said they sent a check to my 15 yr old son, which we never received. I called to let them know that we did not receive the check. The issued another on April 27, 2023, and said they mailed it to our confirmed address. We have yet to receive that check and today is, June 16th. We are four months past when this money should have been in our account, and they provide no other solutions other than sending another check and are unwilling to take a new debit card number to transfer the funds easily. This is unacceptable.

  Business Response

  Date: 06/20/2023

  Thank you for contacting Explorica! 

  
  Due to our merchant services agreement with the credit card companies, we are required to issue a refund back to the card on file. And on our side, the transaction went through, which means we will have to wait until the bank declines.? 
  
  In the event of the refund declines on the respective payment methods and we receive notice from the credit card company that confirms the expiration/cancellation of those funds, we can then issue a check.? /

  We would like to thank you for your patience during the refund process.? 

  This email is to confirm that your refund will be expedited this week.

  Best Regards,
  
  *****************************
  Product Delivery, Customer Support  
  
  **********************
  **********************************************************************************************
  
  worldstrides.com
  Connect with **: ******** | Instagram | ******* | LinkedIn
  
  
  This email may contain confidential or privileged information.  If you are not the intended recipient, please advise by return email and delete immediately without reading or forwarding to others.
  

  Customer Answer

  Date: 06/26/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *********************
  
  
  
  

• Initial Complaint

  Date:06/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ********************* : Program Leader *********************** booked a STEM trip with World Strides. All information was given to ***************************** ************** of ********** and was gone over and voted on in a meeting. We have all documents. We were quoted **** with a 400 early bird discount and up to 600 scholarship for those who qualify. In our price we had an Itinerary that was set for the price we agreed on. The price varied by parent who signed up, some paid **** and some paid ****. We had a 9 day trip planned with STEM excursions. They took away day 9 and tried to make it a free day. 15 middle school students with nothing to do? They also would not give back a refund for taking away a day. We also had fundraising money that was to stay within the group. If someone could not make those funds only would be distributed to others. *************************** had 785 dollars of fundraising money, plus her own, she could not make the trip as of march 8th before there hard deadline. They kept the business donated fundraising money. She knew she would not get hers back. We asked for it to be moved to her sister *********************. They did not happen. We had *************************** who was a free place with ultimate insurance protection who had liver failure and ending up passing away. His account was moved over to new *****************************************. They decided to charge ***** for a free place due to cancellation of ******. We were told March 8th all free places were set because they were earned. Then they said no April 22nd. I said we found out about ****** on the 24th , they said oh that is the date we are going by. We have requested itemized list and have not received that either. I have email of them refusing to give that. We are a school, they have to know how much hotel cost per person, excursion ect.... I'm requesting all 23 people are refunded for day 9, and ********************* account is credited the 700 dollars, and *********************************** free place restored and money given back to his card.

  Business Response

  Date: 06/28/2023

  
  Thank you for contacting Explorica! 
  
  Thank you for taking the time to forward your concerns, we certainly empathize and understand this situation. 
  I apologize if you feel your experience was less than exceptional. WorldStrides works to plan every aspect of the trip to ensure that every student has a once-in-a-lifetime experience. 
  
  When setting up a tour with WorldStrides, the total pricing is primarily listed as the student pricing and has a deadline attached to it. On the *********** website, this deadline can be seen and the pricing breakdown, discount details, as well as adult fees for those travelers 23 and over are listed. Any traveler who enrolls is presented with their specific pricing breakdown prior to committing to enrollment. For this tour, the initial sign up deadline was 10/26/2022. When someone enrolls and places a deposit, they are confirming their price, but for those who choose not to enroll by the deadline, the price will be different.Pricing also differs for a student (under 23 at time of travel) and adult (23 and over at time of travel). This is listed on the *********** and during enrollment.
  
  *** total number of days on tour and activities are all still being delivers on the tour. *** tour totals 10 days. Day 9 had 2 planned activities scheduled. Due to availability,both activities were moved to Day 5. No activities scheduled on Day 5 were removed.While Day 9 is an open day, the total costs of all activities are still occurring on the tour as well as the base inclusions of Day 9 (accommodations,basic transportation, Tour Director support and breakfast and dinner).***refore, no refund is due for the change in activities since they are still occurring on the tour.
  
  Any funds, including fundraising money applied to any paying traveler are subject to our cancellation policy. This cancellation policy is signed by each traveler and is available online here: ****************************************************************
  
  Standard Cancellation ************* *** services and value we provide begin long before your date of departure, and there are significant unrecoverable costs as your departure date approaches. ***refore, if you do not enroll in the Cancel for Any Reason Plan and you, the Program Leader, school,or school administration cancel beyond the 24-hour grace ******* WorldStrides will be entitled to retain (in addition to the Non-Refundable Fees):
  $399 non-refundable fee if more than 150 days
  $599 non-refundable fee if between ******* days
  50% of all fees + $99 non-refundable fee if between ****** days
  75% of all fees + $99 non-refundable fee if between ***** days
  100% if 30 days or less
  *** requested funds referred were from an account that was canceled under the $599 cancellation fee policy. ************************* made a payment of $99 to WorldStrides and received $325 in fundraising money. At the time of her cancellation, only $424 was paid and the cancellation fee was $599. ***refore, there were no excess funds to transfer. *** request to transfer these funds and effectively waive the cancellation policy was denied. *** amount of $700 is not reflected anywhere in ******************** account.
  
  *** tour for ********** was set up so there would be a free place for every 5 paying participants. This is a free-place ratio. March 8th, 2023 was the final registration deadline for new people to sign up. However, the free place ratio is not fixed until May 26, 2023, at which time all paid accounts have completed payments or agreed to an advantage payment plan. As of 5/26/23, there were 18 full-paying participants, 1 family discount (does not count towards the free place ratio), and 4 free places in use. Only 3 full free places were earned. A partial 4th spot was earned and a discounted tour fee was applied to ************************ account to reflect the discounted 4th spot that was not fully earned as free. This charge will not be refunded as it reflects the accurate cost based on the roster 30 days prior to departure.
  
  No refund is due,everything fell well within our T&C, and rules and dashboard documents all communication about these issues. She got nos from us so is trying this route:
  
  We have been around for more than 50 years, and we continue to focus on the future, which we hope will be bright for your family too. Our desire is for your student will have a chance to enjoy an educational travel experience in the future.  
  We hope to earn your trust again to contribute to your students learning journey.  
  Best Regards,
  
  *****************************
  Product Delivery, Customer Support  
  
  **********************
  *************************************************************************************** 22902.
  
  worldstrides.com
  Connect with **: ******** | Instagram | ******* | LinkedIn
  
  
  This email may contain confidential or privileged information.  If you are not the intended recipient, please advise by return email and delete immediately without reading or forwarding to others.
  
  

• Initial Complaint

  Date:06/12/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/1/23, I notified Worldstrides that my son *********************** could not travel on the trip he was supposed to depart on 6/2/23 due to an injury. He was seen that evening in the emergency room and was told by the attending physician that he could not travel due to a severe injury to his left knee. I followed Worldstrides' procedures for notifying them of this issue, but unfortunately, I see from this page that they have a history of not honoring their Standard Cancellation Policy that is included in the trip's base price. The same experience is happening to me.When I called on 6/4/23 to inquire re. my request, I was told that the refund was denied and the trip was 'unprotected' because I did not purchase the additional non-refundable "Full Protection Plan". However, this is not consistent with their Standard Cancellation Policy. It's like they want to forget that there is a Standard Cancellation Policy when you need to use it, and you are never given a copy of it when you sign the online trip forms. You are not e-mailed a copy of anything that you sign online, as is standard with other companies.I, however, remember reviewing the two cancellation policies and did not find it necessary to spend an addition $219 non-refundable on the Full Protection Plan. It was marketed as providing a full refund (except the cost of the policy and other fees) even if your child chose not to go. I determined that the Standard policy should meet my family's needs. Now Worldstrides is declining my request to honor their policy and provide a refund. They also do not return emails or phone calls. On 6/4/23, the issue was to be 're-evaluated', but I was told to expect the issue to be declined again because their position is that the trip was 'unprotected' because I did not purchase the Full Protection Plan. I still have not heard back from the company. I ask that you review this and the many other similar requests out there that are not being honored without BBB"s involvement.

  Business Response

  Date: 06/13/2023

  Thank you for contacting WorldStrides!
  
  We are so sorry to hear about ***** and that he was unable to join the group for an incredible experience.
  
  After reviewing your account, I can confirm that *****'s account is under the Standard Cancelation Policy outlined on the next paragraph:
  
  Standard Cancellation *********** services and value we provide begin long before your date of departure, and there are significant
  unrecoverable costs as your departure date approaches. Therefore, if you do not enroll in the Full Refund Program (discussed below)
  and you, the *********************** or school administration cancel beyond the 24-hour grace ******* WorldStrides will be entitled to
  retain (in addition to the Non-Refundable Fees):
  25% of the base trip price (minimum charge of $120 if base trip price is $400 or more) if your cancellation letter is postmarked more
  than 75 days prior to the groups departure,
  50% of the base trip price if your cancellation letter is postmarked 45 to 74 days prior to groups departure, or
  100% of the base trip price if your cancellation letter is postmarked 44 days or fewer prior to groups departure.
  
  The communication we received from you was on June 2nd, the day that the trip departed. Therefore, you are not eligible for a refund.
  
  I apologize if you feel your experience was less than exceptional. WorldStrides works closely with your Program Leader to plan every aspect of the trip to ensure that every student has a once-in-a-lifetime experience.  
  We have been around for more than 50 years, and we continue to focus on the future, which we hope will be bright for your family too. Our desire is for your student will have a chance to enjoy an educational travel experience in the future.  
  We hope to earn your trust again to contribute to your students learning journey.  
  
  Warmly, 

  ************** 

  Customer Answer

  Date: 06/17/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  While it is a step in the right direction that WorldStrides agrees that my son is in fact covered under the Standard policy, they have again ignored the basis of my request, which is that my sons inability to travel falls under the Extenuating Circumstances clause of the policy. Their explanation did not address that at all. Under the Extenuating Circumstances clause of their own Standard protection policy, I am due a refund. They continue to not address this. Thank you.
  
  Regards,
  
  ***************************
  
  
  
  
  

  Business Response

  Date: 06/26/2023

  Thank you for contacting WorldStrides!
  
  We are so sorry to hear about ***** and that he was unable to join the group for an incredible experience.
  
  After reviewing your account, I can confirm that *****'s account is under the Standard Cancelation Policy outlined on the next paragraph:
  
  Standard Cancellation *********** services and value we provide begin long before your date of departure, and there are significant
  unrecoverable costs as your departure date approaches. Therefore, if you do not enroll in the Full Refund Program (discussed below)
  and you, the *********************** or school administration cancel beyond the 24-hour grace ******* WorldStrides will be entitled to
  retain (in addition to the Non-Refundable Fees):
  25% of the base trip price (minimum charge of $120 if base trip price is $400 or more) if your cancellation letter is postmarked more
  than 75 days prior to the groups departure,
  50% of the base trip price if your cancellation letter is postmarked 45 to 74 days prior to groups departure, or
  100% of the base trip price if your cancellation letter is postmarked 44 days or fewer prior to groups departure.
  
  The communication we received from you was on June 2nd, the day that the trip departed. Therefore, you are not eligible for a refund.
  
  I apologize if you feel your experience was less than exceptional. WorldStrides works closely with your Program Leader to plan every aspect of the trip to ensure that every student has a once-in-a-lifetime experience.  
  We have been around for more than 50 years, and we continue to focus on the future, which we hope will be bright for your family too. Our desire is for your student will have a chance to enjoy an educational travel experience in the future.  
  We hope to earn your trust again to contribute to your students learning journey.  
  
  Warmly, 
  ************** 

  Customer Answer

  Date: 06/26/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  WorldStrides continues to provide a canned response that does not address my claim that my son falls under the exceptional circumstances clause of the standard policy and I am therefore due a refund. 
  

  They are simply repeating to ignore the basis of my claim. Please help.
  
  Regards,
  
  ***************************
  
  
  
  

  
  

  Business Response

  Date: 06/27/2023

  Thank you for contacting WorldStrides!
  
  The services and value we provide begin long before your date of departure, and there are signi?cant unrecoverable costs as your departure date approaches. Therefore, if you do not enroll in the Full Refund Program and you, the Program Leader,school, or school administration cancel beyond the 24-hour grace ***************************** will be entitled to retain (in addition to the Non-Refundable Fees):      
  44 days or fewer before departure  100% of the base trip price 
  
  As its stated on the terms and conditions, you had until 45 days before the trip departure date the process a cancelation and receive 25% of the amount paid.
  The trip departure date was 6/2/23, however,you requested the cancellation on 6/24/2023.
  
  Therefore, youre not entitled to a refund.
  I apologize if you feel your experience was less than exceptional. WorldStrides works closely with your Program Leader to plan every aspect of the trip to ensure that every student has a once-in-a-lifetime experience.  
  
  Best Regards,
  
  *****************************
  Product Delivery, Customer Support  
  
  **********************
  *************************************************************************************** 22902.
  
  worldstrides.com
  Connect with **: ******** | Instagram | ******* | LinkedIn
  
  
  This email may contain confidential or privileged information. If you are not the intended recipient, please advise by return email and delete immediately without reading or forwarding to others.
  
  

  Customer Answer

  Date: 06/28/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  for the fourth time now, I ask Worldstrides to address the fact that my sons inability to travel falls under the EXCEPTIONAL CIRCUMSTANCES exception of their policy, which I have attached before. The cancellation notice was provided before departure of the trip and falls under this policy. No explanation has been given otherwise. This unfair, run-around treatment is unacceptable and I will ensure future travelers we know will be fully aware of the communication and fairness issues we have experienced.

  Please address the issue at hand. Do not continue to repeat the part of the policy that is not relevant.

  Regards,
  
  ***************************
  
  
  
  

  
  

• Initial Complaint

  Date:06/09/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My daughters had a trip scheduled one in June and one for July 2023. I had to cancel both trips because I was laid off and could no longer afford to pay. When I initially signed up for the program for my daughters, I paid the insurance to receive a full refund in case something happened, and they couldn't attend. I initially put in my request for cancellation of the program and a refund in April. I called to check the status of my refund on May 22nd, 2023, and the representative informed me that my refund had been processed and that I would receive my full refund minus the initial $299 in **** business days. I called again on May 30th, 2023, because I did not receive the refund in my bank. The representative now told me that it had been approved by management and has been processed and that I would receive it in **** business days. I then called on 06/06 said that the refund had been processed. They refunded $299 out of the $5k that I paid. I then called on 06/08 and they said that they didn't know why I didn't get the full refund. I now called today and they tell me that one of my daughter refunds had been denied. Not sure why I paid into the insurance to get a full refund if they are just going to keep my money anyways. This is bad business. I want my full refund back. Worldstrides is just stealing money from parents who want to provide a better future for their children. I am unemployed at the moment and $5k is a lot of money to be out since I don't have any coming in and I have two daughters to provide for. Worldstrides is a scam and needs to be put out of business

  Business Response

  Date: 06/16/2023

  Thank you for contacting WorldStrides!

  We want like to thank you for your feedback, in order for us to better assist you, would you please provide the trip ID or customer number, I will be more than happy to clarify what's the status of your refund. 

  Should you need immediate assistance, please contact our ************* number at ************ Monday-Friday from 9 am EST to 8 pm EST.

  Best Regards,

  **************

   

   

• Initial Complaint

  Date:06/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have booked a trip with Explorica via my daughter's school to ***** in June 2023. We have paid explorica $10,000 for her and I to attend this trip. When we registered for the trip we were advised that once airline tickets are booked, we can contact the airline and upgrade our seats. This is false information. Per *********** sales supervisor any reservations made thru a tour company, seat upgrades need to be arranged thru that company. I contact Explorica and was told they cannot help me and to call delta despite me explaining what I was told. Keep in mind that our airline tickets were also only reserved 30 days in advance. So now I am stuck on a ******************************************************************************* from Explorica. Further our itinerary has no actual information, there is only a generic listing of what city we are going to that day. No hotel information, no times listed or mode of travel with whom. We leave in 2 weeks. I have no ability to plan outings or even know if we are going to have free time to sight see on our own because they have provided no information. I cannot even let my spouse know where we are staying because I don't know. Third there is no receipt of break down for your trip costs. You just hand them $10K and you have no clue were that money went. In fact we had to give an additional $240 to the teacher organizing the trip to cover tips for bus drivers as this was not included in the $10K. This entire experience with explorica is unacceptable. Anytime you contact them they tell you they don't have that information and cannot help you. Excuse me~ I have travelled internationally a good bit and when you make reservations with anything you have a confirmation,detaiil cost breakdown and a solid itinerary. WHY IS THIS NOT AVAILABLE?! I want to be contacted by someone with authority at Explorica and provided this information and also assisted with the seat upgrade I am requesting and willing to pay for immediately.

  Business Response

  Date: 06/12/2023

  Hello ***************,
  
  We are sorry to hear that your experience has not been that great, please accept our sincerest apologies. 

  Allow me to help you on your request, however, before I can do that, I would like to walk you through on the process WorldStrides follow for seating upgrades or any similar request.

  Because we book as group, any upgrade or changes would be up to availability with the airlines, we cannot guarantee any upgrades unless the passengers get confirmation directly from the airline, you made ** aware that you have called Delta and you were referred back to **, as this would the regular process, many times depending on availability the request might be granted. We will try to submit your request and we hope we get it through this time. 

  The itinerary information is available for you at all times, please log in to your Explorica account and under the "Reservations" tab, you would find the detailed information of your itinerary including flight information.

  As per your request, I will contact you on Tuesday, June 13th before the end of the business day.

  Thank you for time and hope for your understanding.

  Warmly,

  ***** F

   

  Customer Answer

  Date: 06/13/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this may help if you can truly in fact help me upgrade my seats. I understand there is additional cost to me and was never asking for this to be included. I simply want to know the cost difference for the seats that are readily available if booking online. 
  Regards,
  
  ***************************
  
  
  
  
  

• Initial Complaint

  Date:05/31/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My sons trip to ********** was last week and unfortunately he came down with a stomach virus. He became ill the evening before and we were hoping he would rally and be able to go. He had been so excited for this trip, an eighth grade rite of passage for our school. I purchased the insurance in case this happened. I was told by Worldstrides I had to let them know twenty four hours prior to the trip that he could not go. I am not sure why I purchased the extra insurance and I wouldnt have bothered had I known Worldstrides expected me to be psychic. I expected to get my refund. I also received three different responses in three different emails. Very misleading. The second email I received said I would get a refund of 776. Then today, no refund. For a company that claims it has been doing business for so long I find this very disconcerting. I would never book another trip with this company in the future.

  Business Response

  Date: 05/31/2023

  Thank you for contacting WorldStrides!
  
  We are so sorry to hear about **** and that he was unable to join your group for an incredible experience.
  
  After reviewing your account, I can confirm that you have the **** which is our insurance in the event of a cancellation,however, as stated in the terms and conditions accepted at the time of registration, it is specified that it is valid until 24 hours prior to the day of the trip.
  
  The first communication we received from you was on May 24th, one day after the start of the trip on May 23rd. Therefore,you are not eligible for a refund.
  
  We are very sorry for any miscommunication you may have had, but it is all stated in the original contract.
  
  Here is all the information about the *** that states the policy and when it applies.
  
  The Full Refund Program protects your payments and provides a refund minus the cost of this program if you, the Program Leader, the school, or the schools administration need to cancel at any time before departure for any reason, the *** (Full Refund Program) protects your investment by reimbursing you for 100% of the amounts youve paid, minus the *** enrollment fee and any other Non-Refundable Fees.  
  
  To be eligible for this additional protection, your payment for the *** fee must be received within 14 days of your initial deposit/payment, and your program must be canceled 1 or more days before your departure date.  The cost of *** will be specified in your trip information letter.                  
  
  Additionally, *** does not cover penalties or unrecoverable costs associated with any air or other travel arrangements not provided by WorldStrides.
  Please note:  *** is only applicable when the cancelation request is made 24 hours before the Trip departure date
  
  I would also like to let you know that the travel expenses start long before the trip, so you are not eligible for a refund on the day you cancel the account because everything was already booked and paid for.
  
  I apologize if you feel your experience was less than exceptional. WorldStrides works closely with your Program Leader to plan every aspect of the trip to ensure that every student has a once-in-a-lifetime experience.  
  We have been around for more than 50 years, and we continue to focus on the future,which we hope will be bright for your family too. Our desire is for your student will have a chance to enjoy an educational travel experience in the future.  
  We hope to earn your trust again to contribute to your students learning journey.  
  
  
  Best Regards,
  
  *****************************
  Product Delivery, Customer Support  
  
  **********************
  **********************************************************************************************
  
  worldstrides.com
  Connect with **: ******** | Instagram | ******* | LinkedIn
  
  
  This email may contain confidential or privileged information.  If you are not the intended recipient, please advise by return email and delete immediately without reading or forwarding to others.
  

• Initial Complaint

  Date:05/30/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing in regards to the ******/***** trip that is traveling july 5th to the 15th of 2023 through world strides. It was supposed to be for my son, daughter, my partner, as well as myself. When I went to the school for the information I was told we would be leaving out of ******* airports and traveling to ******, returning to ******* from **** by plane! (Same itinerary they have down the previous two trips with them) Purchase cost for the 4 of us came to *********. After making the final payment in may.we were finally given the flight information, which was not what they told our group leader in the beginning and decided to travel through ******* airports! Thats not what we were told otherwise we would have never signed up for this trip in the first place. Myself and my partner cant travel through *******, which is making it impossible for us to come on this trip now. I dont think its right for them to change the locations especially after they already told us were we would be traveling out of buffalo airports. I purchased the travel protection plan, and am asking for a full refund! I have been on the phone for two weeks trying to resolve this. When speaking to a lady on the phone, she kept giving us different numbers, never emailed ** what we discussed on the phone, and told ** that we wouldnt be able to recover the full refund even though this was not our fault. I was not asking to cancel, and this does not fall under a cancel for any reason policy! We would have loved to go on this trip, we are not able to go under these circumstances. I dont think this is right for them to do this. Im being forced not to go at this point and would like all my money back. You changed the information, not us. I was only reimbursed *********. I would like the remaining balance seeing how ** being forced not to go on this trip. They have made it impossible for us to go.

  Business Response

  Date: 05/30/2023

  Thank you for taking the time to express your concerns, we certainly empathize and understand this situation.
  
  As we spoke several times over the phone, a full refund is not due.
  The trip starts in ******* but goes to ******* as well, the trip wasnt canceled on our end, you decided to cancel due to not being able to go to *******. We tried to provide you with different travel options to be able to go but you refused all of those options.
  
  All the cancelation process is explained in the terms and conditions accepted at the moment of registration and we also review them in our phone conversation.
  
  I expedited everything for you to receive your refund which was all processed to the accounts 2 days after cancelation.
  
  Below you will find a list of the amounts paid, the retention, and the corresponding refund:
  
  *******************************************
  Total paid 5,627.00
  WorldStrides Reimbursement $1,549
  TM refund $2,871.75
  
  *****************************
  Total paid 5,627.00
  WorldStrides Reimbursement $1,549
  TM reimbursed $2,871.75
  
  Gage *******************
  Total paid $5,502.00
  WorldStrides Reimbursement $1,518
  TM reimbursed $2,801.25
  
  ***********************************
  Total paid $5,679.00
  WorldStrides Reimbursement $1,526
  TM refunded $2,829.25
  
  Leaving a total refund of $17516
  
  We have been around for more than 50 years, and we continue to focus on the future,which we hope will be bright for your family too. Our desire is for your student will have a chance to enjoy an educational travel experience in the future. 
  
  We hope to earn your trust again to contribute to your students learning journey.  
  If you have any additional questions or concerns, please contact **************** at *************************************************************** one of our representatives will be happy to assist you. 
  
  
  Best Regards,
  
  *****************************
  Product Delivery, Customer Support  
  
  **********************
  **********************************************************************************************
  
  worldstrides.com
  Connect with **: ******** | Instagram | ******* | LinkedIn
  
  
  This email may contain confidential or privileged information.  If you are not the intended recipient, please advise by return email and delete immediately without reading or forwarding to others.
  
  

  Customer Answer

  Date: 05/30/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  This trip was never supposed to travel through ******* in the first place, otherwise we would have never signed up for this trip! Again, you made it impossible for ** to go. The only option you gave ** was asking for ***** more dollars for flights leaving out of *******. the original plan was to leave out of ******* at the original price. So asking for more money was not right! You should have covered the cost seeing how thats what we already signed up for! There was no reason for ** to owe more money, therefore since u changed the flights I would like the remaining balance that was not refunded, deposited back to my credit card asap seeing how you still havent went on this trip!!! 
  
  Regards,
  
  *************************************
  
  
  
  
  

  Customer Answer

  Date: 05/31/2023

  Here is the email between world stride and the school group leader letting them know that world stride had to change thier location of flight information! It was originally started in this email that it was planned out of *******. It is not my familys fault that they had to change the flights! Again we would have never booked a trip like this, especially for this price if we couldnt travel through *******! I only booked it knowing that we were flying from ******* airports and returning to the ******* airports. It was the same itinerary/departure location as the previous two years the school went.  Again seeing how world stride has changed it I believe they made it impossible for ** to come, and should be getting 100 percent of our money back! Especially since world stride waited till after the last payment was due to make these changes, and notify **. 

• Initial Complaint

  Date:05/16/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My daughter had a trip scheduled for ***** World Strides cancelled and moved it to June. Due to personal reason I had to cancel the trip. I first reached out to them on04/10/202 and their representative ********************* told me through email and phone that I would receive a refund of ******* and that it would take 4-6 weeks to receive it in the original form of payment. It is now 05/15/2023 and I have yet to received anything, I called them and they stated that they had made a mistake on the amount and that they would have to look into the emails and listen to the call to verify the information on the refund I provided them was correct, they asked for 3 days to look into the matter. Shortly after my conversation I decided to follow with an email because I had a feeling that this company just tries to keep peoples money. Within a few hours I got a reply back from ********************* stating that they had made a mistake and that they would refund me ****, I got extremely upset because according to their own policy they get 50% if you cancel with in 45 to 74 days from the trip. I then immediately called their customer service and asked why and how they determined that I would get no refund ******** then said that she would look into it and that she would call me back with an answer. The total of the trip was ******** the 50% with in 45 to 74 days is not the actual refund that is the retention they keep plus a 49 dollar deposit. At the end they said that they will only refund ****** from the total of the trip ( which I'm still thoughtful) When trying to provide an experience for your child and you use this company, be ready to loose more money that you anticipated, always have them confirm with some type of email because they are also very good to give you information over the phone and later when you call they say something else. I was lucky enough to have their mistake in writing but even at that it was easy for them to push it off as just a mistake and tried to leave it as that

  Business Response

  Date: 05/16/2023

  Thank you for contacting WorldStrides!  
  
  Thank you for taking the time to forward your concerns, we certainly empathize and understand this situation. I apologize if you feel your experience was less than exceptional.
  
  The services and value we provide begin long before your date of departure, and there are signi?cant unrecoverable costs as your departure date approaches. Therefore, if you do not enroll in the Full Refund Program and you,the *********************** or school administration cancel beyond the 24-hour grace ******* WorldStrides will be entitled to retain (in addition to the Non-Refundable Fees):      
  
  Time of the Account Cancellation  Cancellation fees applicable* 
  75 days or more before departure  25% of the base trip price 
  74-45 days before departure  50% of the base trip price 
  44 days or fewer before departure  100% of the base trip price 
  
  
  
  After reviewing the account I can provide you a breakdown of the costs, fees, retention, and refund. I just want to clarify that the 50%retention is based on the trip price, not the amount that you have paid.
  Trip price $2995
  Amount paid out of pocket $2247
  Deposit $49
  
  Retention: $49.00 Deposit + 50% ($1,497.50)= $1,546.5  
  Refund: $700.5
  
  As a one-time-only exception due to our original mistake, we will refund you compensation of $150 extra to your refund leaving it at $850.5. Also, we will expedite it for you to receive it this week.
  
  We have been around for more than 50 years, and we continue to focus on the future,which we hope will be bright for your family too. Our desire is for your student will have a chance to enjoy an educational travel experience in the future.  
  We hope to earn your trust again to contribute to your students learning journey.  
  
  
  Best Regards,
  
  *****************************
  Product Delivery, Customer Support  
  
  **********************
  **********************************************************************************************
  
  worldstrides.com
  Connect with **: ******** | Instagram | ******* | LinkedIn
  
  
  This email may contain confidential or privileged information.  If you are not the intended recipient, please advise by return email and delete immediately without reading or forwarding to others.
  
  

  Customer Answer

  Date: 05/16/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *******************************
  
  
  
  

• Initial Complaint

  Date:05/08/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid my daughters trip in full in the amount of $850 along with her having fundraising fund for the trip total of $968. I was told the insurance was included in the amount of the trip free! The school last minute decided she is not eligible and to remove her from the trip. Now I am being told I will receive a refund minus a $99 non-refundable deposit and $125 insurance ALL BECAUSE THE SCHOOL WONT LET HER GO! I am not cancelling nor am I using any portion of insurance. I have not agreed to anything nor signed anything and am requesting my entire $850 back as stated. It has been weeks waiting for a supervisor to call me back and I hear nothing of course. Please refund my $850 paid asap.

  Business Response

  Date: 05/08/2023

  Thank you for contacting WorldStrides!  
  
  Thank you for taking the time to forward your concerns, we certainly empathize and understand this situation. 
  I apologize if you feel your experience was less than exceptional. WorldStrides works closely with your Program Leader to plan every aspect of the trip to ensure that every student has a once-in-a-lifetime experience.  
  
  After reviewing your account we can confirm that the $125 *** (Full refund program) which is the insurance was included in the trip price of $964. When it said that was included, it was referring that it was built into the trip price meaning that you didnt have to make any extra payment. However, in case of cancelation, theres a refinance of $125 for the ****
  
  Below you can find the *** policy:
  The Full Refund Program protects your payments and provides a refund minus the cost of this program if you, the Program Leader, the school, or the schools administration need to cancel at any time before departure for any reason, the *** (Full Refund Program) protects your investment by reimbursing you for 100% of the amounts youve paid, minus the *** enrollment fee and any other Non-Refundable Fees (deposit, handling fees or late installment charges).  
  
  Additionally, *** does not cover penalties or unrecoverable costs associated with any air or other travel arrangements not provided by WorldStrides 
  
  After reviewing your account I noticed that you made your registration online, which means that you agreed with our terms and conditions which state that we have non-refundable fees like the deposit regardless of whos canceling the account. In this case,since the school is requesting the cancelation you need to contact them directly to know the reason. 
  
  According to our records, your refund of $725 was processed today to the **** card that you used to make your payments.
  
  *Please note: The non-refundable deposit, handling charges, merchandise fees, fees for returned bank checks, declined credit cards, or electronic drafts such as EZPay, late payment, and late registration fees are not refundable. 
  
  We have been around for more than 50 years, and we continue to focus on the future,which we hope will be bright for your family too. Our desire is for your student will have a chance to enjoy an educational travel experience in the future.  
  
  Best Regards,
  
  *****************************
  Product Delivery, Customer Support  
  
  **********************
  **********************************************************************************************
  
  worldstrides.com
  Connect with **: ******** | Instagram | ******* | LinkedIn
  
  
  This email may contain confidential or privileged information.  If you are not the intended recipient, please advise by return email and delete immediately without reading or forwarding to others.